The Way to Customer-First

Transformation System

The Digital Customer-First Transformation System (DCFTS) is our methodology for helping global enterprises capture and create strategic business value from engagement. In the process, your business will learn to move faster and in greater unison on its journey to customer-first.

DCFTS will help you align stakeholders,
accelerate activity, and achieve strategic business value

Digital: more than just screens, clicks, or channels, digital is a way of thinking and doing business that is always-on, real-time, one-to-one, responsive, inventive, and innovative.

Customer-First: a way of doing business that prioritizes serving customers over everything else

Transformation: every global enterprise is on their own Digital Transformation journey—
we’ve identified three key pillars they must achieve. They must move from Brand-Centric to Customer-First, from Analog to Digital, and from Transactions to Engagement.


Here is what the DCFTS can do for you

Aligns Stakeholders

  • Functional teams are not aligned to the same strategic plan.
  • Team leads are working together cross-functionally but need to align partners and agencies to the strategic program.
  • Social team does not have a plan to scale engagement across the organization.

Accelerates Activity

  • Senior executives have initiated a digital transformation program but it is not moving fast enough and is not inclusive of social initiatives.
  • Cross-functional strategies are defined but executives mandate these initiatives move faster.

Adds Business Value

  • Executives are unaware of and/or skeptical that engagement can drive revenue, reduce cost, or reduce risk.
  • Executives want to become Customer-First but do vs. does not have a plan to get there.
  • Digital transformation strategies exist but the organization is struggling to map the competencies and capabilities.

The DCFTS is built around
6 business transformation models

Value Model

A map that illustrates the pathways from engagement to strategic business value. It acts as a how-to-win playbook that helps executives understand how to create and capture value from engagement.

Capabilities Model

A map that illustrates what brands need to have, and to be able to do,
to create and capture value from engagement.

Maturity Model

A methodology and map depicting the return on investment that a brand can expect to achieve through digital engagement.

ROI Model

A methodology and map depicting the return on investment that a brand can expect to achieve through digital engagement.

Operations Model

Are you ready for digital transformation? In order to make it happen you MUST master five critical elements of engagement. These are called The 5Cs: Conversations, Community, Collaboration, Campaigns and Content.

Reference Architecture Model

A blueprint that illustrates how the individual modules of Sprinklr’s System of Engagement work together and integrate with external, third-party client systems to power the 5Cs.



We are ready to help your business
to be Customer-First


Check How

Our Workshops


  • Basic introduction to the DCFTS Models — what they are and how to read them
  • 1 session, 1-2 hours, remote or face-to-face
  • Client takeaway — How the DCFTS can be leveraged to align teams to a common vision and move faster to capture and create strategic business value


  • Orientation + strategic alignment between key stakeholders such as cross-functional teams, business units, geographies
  • 1 session, 4 hours, Face-to-face
  • Client takeaway — Outline next steps in building an aligned, cross-functional customer-first action plan

Strategic Alignment

  • Orientation + strategic alignment among broader team of key stakeholders, including executives not directly responsible for customer engagement
  • 2-4 sessions over multiple days, 2-4 hours each session, Face-to-face
  • Client takeaway — A customer-first action plan to bridge internal gaps and tie strategies back to business value drivers

Custom Artifact Creation

  • A longer-term, strategic consulting engagement where Sprinklr facilitates the creation of client-specific artifacts and helps to evangelize them across the company
  • 30 – 120 days
  • Client takeaway — Customized, client-specific artifacts and frameworks, a strategic roadmap that multiple teams and BUs have contributed to

Request your Orientation